PRINCIPAL CONSULTANT – CUSTOMER CARE AUTOMATION

OBI Smart Technologies

Full-time Katowice, Silesian Voivodeship Computer Occupations

Posted:

March 03, 2026

Location:

Katowice, Silesian Voivodeship, Poland

Job Description

Act as the technical brain of the Customer Care Automation product and serve as the primary technical sparring partner for the Product Owner. Translate business requirements into a stable, scalable, and future-proof technical solution and guide the development team in its implementation.
Conceptually own and design the integration architecture between Zendesk and the OBI system landscape, defining Zendesk as the central execution and orchestration layer. Design and document end-to-end data flows across a hybrid enterprise environment.
Evaluate and design CTI integrations with Zendesk (e.g. Cisco Webex Contact Center) to enable efficient call routing, call handling, and seamless ticket processing within the Zendesk Agent Workspace.
Design the architecture for a 360-degree customer, order, and transaction view by consolidating multiple data sources and enriching Zendesk with contextual information (e.g. VIP ranking and advanced agent views).
Own the conc...
                

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Job Overview

Job Type: Full-time

Location: Katowice, Poland

Posted: March 03, 2026

Deadline: April 12, 2026